A while ago, WordPress police (not him, the other WordPress police) caught one of the most wanted Customer Happiness teams in the WordPress world, codename MWP CH. Their customer happiness rap sheet and willingness to help people are a mile long and speak for themselves. These are their crimes in the past two months.
Please be cautious – the following material is sensitive and it contains some unorthodox and peculiar data.
Their Crimes
Even though WordPress Police was breathing down their necks, MWP CH gang was determined to introduce some changes into the system and so they:
- Shamelessly committed ~2000 lines of code in order to completely redesign ManageWP’s ticketing system.
- Outrageously prepared a special Independence Day surprise for hundreds of ManageWP’s clients.
- Added (without hesitation!) live chat to managewp.com in order to engage their visitors if they needed any help.
- Deliberately organized the first Customer Happiness meetup in their beloved country of Serbia in order to muster more people to their happiness cause.
- Confessed more devious plans after being apprehended.
The Re-Design Job
Having found that the current ticketing system’s design needed refreshing, they shamelessly changed it from the very beginning, starting with the Contact Support window. Instead of a simple window with a text area and a few pieces of information, they added dropdown menus, more text areas, checkboxes, radio buttons and they even closely collaborated with the infamous A.D., a notorious individual currently working as a UI/UX Designer at ManageWP. He was their inside man.
Presenting the evidence:
The main culprit here is Snerror who joined MWP CH gang more than 6 months ago and he worked closely on this operation with the aforementioned A.D.
Their punishment for this crime is still being debated.
Happy Fourth of July Surprise
Like that wasn’t enough, they decided to “surprise” ManageWP’s clients from the United States. With the Fourth of July coming up, they had a cunning plan. They hacked into the ManageWP’s mainframe and pulled out the information about 500 of their clients who were with them for the longest time.
Using trickery and deceit, MWP CH gang sent 500 Fourth of July gift cards along with 500 mugs to ManageWP’s most loyal from the U.S. The clients didn’t take this action with open arms and ManageWP’s brand is now at stake. Just take a look at a few tweets and you’ll get the picture.
We have a written statement from one of their members who promised that the next surprise will affect citizens of other states.
Live Chat Infiltration
During all this time, their leader, known as Ducky, worked behind everyone’s back and implemented Zopim, a live chat plugin. The evil purpose of this act is to allow ManageWP’s visitors to ask Ducky any sales or general questions and inquiries they have about ManageWP.
Surprisingly for Ducky, who is the only member of MWP CH gang currently working on live chat (4-5 hours per day), 50% of the questions visitors ask him are support and general WordPress related questions. From what he confessed, he is even considering adding live chat to the ManageWP’s Dashboard itself in order for ManageWP to have live chat support.
Customer Happiness Meetup at Their Hideout
On the 3rd of July at MWP CH’s headquarters, Ducky, with the help of his teammates, organized the first Customer Happiness Meetup in Serbia and from what he believes, in Europe too.
MWP CH gang tried to rally more people to their cause and made Customer Happiness the main subject of the meetup. Three talks were held and 40+ people showed up. This is quite disturbing since they are now trying to spread their whole philosophy on other great companies in Serbia.
Some photos leaked and thanks to that, we can see how cunningly the whole idea was orchestrated:
While questioned, Ducky admitted that this meetup was just the beginning and that he planned to organize a large conference on this subject with 200+ attendees.
Where Are They Now?
MWP CH gang is currently held inside ManageWP’s headquarters for further interrogation. With August approaching, they convinced the judges to release them into house arrest or beach arrest (beach house arrest was probably the ultimate punishment but the penitentiary system in Serbia declined it).
If you meet any of them via a ticket or an email, be warned that they are armed with good will and will surely try to help as much as they can. Bastards!
DIYBlogGuy
Great customer experience story! Although I’d like to see a few smiles during that Customer Happiness meeting. Perhaps get someone to tell a joke next time moments before taking the shot.
Jasa SEO Bulanan
That is deep promise , lol
Davor Altman
I keep my promises! 😀
Fred Hoot
I feel left out! I have been using ManageWP for a long time and have never once needed to talk to your rogue “MWP CH gang”.
I have never needed support. Maybe you could cross-train one or two of the customer happiness gang as a massage therapist and help some of us relax with all the free time we now have.
Nemanja Aleksic
You’d need a Business account for that 😀
Davor Altman
With a special activation key 🙂
MPW
Your commitment to customer happiness really shows, We have been really happy with the service and the product, looking forward to Orion. Wish we had signed up earlier so we could have gotten a mug (and enjoyed your product longer)
Davor Altman
Glad to hear that! Also, please ping me at davor.altman at managewp.com, I’d like to touch a certain subject 😉
Ari
Thanks for keeping a smile on our faces with this great post. I’m sorry I wasn’t picked to get a mug, but I still love ManageWP and all it has become!
Davor Altman
Thanks, Ari! By the way, shoot me an email to davor.altman at managewp.com, I could use your opinion on a certain subject 😉
debbie
Love what you’re doing to thank & support you customers & love what fun you had in writing this post! On behalf of all your American customers, thank you for thoughts & gifts for the 4th of July!
Davor Altman
Thank you for the kind words, Debbie. Much appreciated! 🙂
Joe Fletcher
Got the mug. Nice one – thanks for the surprise! Love the focus on customer happiness.
Davor Altman
You’re most welcome, Joe. Cheers! 🙂
becky
This is great! Wish I had gotten one of the July 4th mugs 😉 But I am definitely a happy customer!
Davor Altman
Great to hear that, Becky!
P.S. Please shoot me an email to davor.altman at managewp.com. I need your help with something! 😉